Strategic WFM Specialist: Mortgage Operations & Scheduling

Selene Finance; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Life Insurance

Job summary

Selene Finance is seeking a Workforce Management Specialist to plan, schedule, and monitor staffing for mortgage operations. You will help meet SLAs by analyzing data, maintaining schedules, and tracking performance metrics.

The ideal candidate is detail-oriented with 1–3 years of WFM experience in a high-volume service environment and familiar with NICE IEX/Verint and Excel. Dallas, TX based with comprehensive benefits offered.

Qualifications

• Bachelor’s degree in Business, Operations, Statistics, or related field preferred.
• 1–3 years of experience in workforce management or operations support, ideally in mortgage/financial services.
• Familiarity with WFM platforms (NICE IEX, Verint) and Excel.

Responsibilities

• Forecasting & scheduling to support staffing forecasts across departments.
• Create and maintain agent schedules for loan processing, underwriting, and customer service.
• Monitor real-time queues, adherence, and service levels; adjust as needed.

Skills

Forecasting

Scheduling

WFM tools

Excel

Education

Bachelor’s degree in Business/Operations/Statistics

Tools

NICE IEX

Verint

Job description

Selene Finance is seeking a Workforce Management Specialist to plan, schedule, and monitor staffing for mortgage operations. You will help meet SLAs by analyzing data, maintaining schedules, and tracking performance metrics.

The ideal candidate is detail-oriented with 1–3 years of WFM experience in a high-volume service environment and familiar with NICE IEX/Verint and Excel. Dallas, TX based with comprehensive benefits offered.